Complaint #3 YoyoCasino

Account closure, and winning of 9 990 SEK confiscated without any proof

By Sanna S.

8 years ago

Message on forum

Hello!

I made a deposit of 2 000 SEK to recive the welcome bonus of 100%. I recived the bonus without any problems, and i had a wagering requirment of 80 000 SEK.

I started to play a Netent-game (Secrets of christmas). I won up to around 11 000 SEK. After that i changed game to Good girl, bad girl. After some few hundred spins i discovered that the wagering wasnt right, and that the game didnt contribute with 100% to the wagering. I looked the terms, and that game wasn't in the list of games that contribute with less than 100%.
So i asked support why it was so. After that they changed their terms and added that game in the list.

After that i waited a few days, and returned to the casino to play with the 9 990 i had left, but first i contacted support, to ask if there was any other games that didnt contributed with 100% , that wasnt on the excluded-game-list.

The support answered me that my account was suspended until i had verified my identity, and that i couldnt play until it was finished. So i did send in all the requested documents. After that i recived this mail:

"
Dear X,

Thank you for contacting our YoYoCasino Support Team.

We want to inform you, that your win in the bonus game have been declined by our Financial Department.

Your duplicate account has been found by our Department of Safety . This is forbidden by rules of our casino.

Your win have been canceled. Your account is closed without of chance to restore

During the next 24 hours your deposit in amount of 1800 SEK -10% ( transaction of the payment system "SKRILL" ) would return to you. Please request the withdraw 1800 SEK which have been returned to your balance.

If you have any additional question please do not hesitate to contact us via email support@yoyocasino.com or via Live Chat.

Best Wishes,
YoYoCasino.com Team

Отписаться от рассылки"

If i understand this right, they are accusing me of having more than 1 account on YoyoCasino, wich is not right!
I have only one account on YoyoCasino. I have an account on Boaboa, which is the same owner, but not 2 accounts on the same casino.

I dont know why they are accusing me of this, and i want to know why. I moved to a new apartment in December, so it's totally impossible that someone with the same IP-adress or something has played on this casino before.

Disputed Casino YoyoCasino

Reason Account closure

Discussion

AskGamblers

• Support Team

8 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of YoyoCasino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino term #3.3

3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as 'Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were taken out of the Duplicate Account, they will be lost and the Casino retains the right to ask for them back. YoYoCasino.com reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotional activity, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for YoyoCasino.

SannahPanna

• Sweden

8 years ago

Have YoyoCasino provided you with any sort of evidence related to the act they are accusing me of?

They did pay me back 1 800, i did deposit 2 000. I have withdraw them. But im still not satisfied of the desiscion from them to close my account and confiscate the 9 990 SEK i had on my account without any reason.
And i cant find anything in their terms that says that Skrill-withdrawals will have a fee of 10%.

AskGamblers

• Support Team

8 years ago

Dear YoyoCasino,

Please provide evidence that player breached casino's terms and opened multiple accounts. Aforementioned evidence please send directly to the AskGamblers Complaint Team at support@askgamblers.com.

Thank you in advance.

YoyoCasino

• Representative

8 years ago

Dear valued player,

After you registered at our website, your account has been checked by our security system and recognized as duplicate. According to paragraph 3.3 of Terms and Conditions players are allowed to open only one game account.

At the moment you have a withdrawal request. It will be payed out by Financial Department at the shortest period and than you account will be closed without possibility of reopening it.

If it will be required, we are ready to provide all the necessary evidence to the AskGamblers’ Administration. You will be notified about funds withdrawal and account closure via e-mail.

Best regards,
Administration of YoYoCasino.

YoyoCasino Complaint Stats

Resolved 15 / 16

Avg. Amount $1,883

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

YoyoCasino Complaints

See all complaints for this casino

Yoyo Casino - Close account issue

I have sent 11 mails to yoyocasino support that I want to close my account because I am playing to much and need to stop.

In the beginning they offered me bonuses to continue and gave tips to do other things inbetween the gambling.

Then they said I needed to send mail to another department. I did that, but they don’t reply.

Then I sent mail to support and the other department but they won’t help me close my account permanently.

Can you please help?

This casino is not serious.

Kind regards

Unresolved

Casino delays verification of my account

Hello Askgamblers, i have won at yoyocasino at the begining of October, i sent my documents and requested a withdraw. Since that time casino is checking my account. I dont understand how its possible to check one account for almost 3 months. Everytime support answered me that they will check my account soon, i have messaged them almost everyday and answer was the same always "wait for you account to be reviewed ". I ask Askgamblers to resolve this issue

Resolved

€2,600

YoYoCasino delay payment 4464e

Hey. This delay is already starting to be ridiculous. On May 10, 2022, I won € 4464 from this casino.

The casino has a withdrawal limit of 500e during 24h. I immediately put on the first 500e. I received it in a bank account within a day. After that, I put a new request for the 500e. Several days passed and the casino asked for documents. I responded to the documents immediately. It took several more days for the casino to ask for even more documents. I responded again to the new documents immediately.

Then several days have passed again and I still haven't received the money but the casino hasn't asked for anything more either.

Under normal circumstances, I would have already had to withdraw my entire balance once I get a 500e withdrawal every 24 hours, but now this has been delayed so much that it would take several more weeks to withdraw more money into my bank account from the casino.

I require the casino to make a manual balance payment due in full due to this delay. I think it's fair?

Resolved

€4,464

Refusing to verify my account and pay legitimate winnings

I have deposited 30 Euro using bitcoin with a 100% bonus with 70x wagering and turned it into 1000 euro and finished the wagering, this happened about 2 weeks ago. Ever since I finished the wagering I've been trying to verify my account by contacting them by Email, every time I send a document they ask me for another one, which is not a problem because that's the procedure but every email takes a minimum of 2 days to get a reply, and more if its a weekend. I ended up submitting my Id, passport, bank statement, bank statement with seal and a selfie of myself with my passport and the yoyosite casino open. I've done all this and they still froze my account for "not verifying it" they asked for proof of income even tho the deposit was only 30 Euro, i explained i am a student and that I don't have an income and rely on my father, so they asked for a bank statement that shows transaction for the last 3 months from the month of this interview, I didn't have any transactions so i submitted the same bank statement as that's what the support agent told me to do. After 3 days they email me saying "Give us your cryptocurrency address so we can refund you the 30 Euro you deposited." the casino is cheating me off 970 Euros that I have won and that's not fair, I followed everything they asked for, played slots only, didn't bet more than the amount that is allow nor did i increase my bet by a drastic amount and they still froze my account and refused to pay me or verify my account. I have attached all the Emails and my account balance before it got frozen. I would like my fair winnings please, as I could have lost my initial deposit at any moment but I was lucky enough to win a large amount. I also have video footage of me playing slots and winning the large amounts that increased my balance. I can upload the video footage if necessary.

Resolved

€1,000

Not getting my payments and wining

Hi dear I have been communicating with yoyo casino since June 23, they have frozen my account with my winnings which was 119,000,00 and after few days they have reopened it and my winnings was all gone and there was only 0.92 cent left
I had 3 withdrawal which went through and the other withdrawal which I had pending after they reopened my account they cancelled them and they allow me to play with it, they are saying there was a issue with game provider of casino technology and they are reviewing to see if the game with casino technology which I played was legitimate, how could this be real , I have won all the winnings gradually from beginning of June up to 30th of June with different games and providers, it’s not I won all the winnings at one shut . still they are not paying me and they are not telling me when they will solve the issue .
I have had deposited twice again which they excepted so quickly.
I need to have my balance of 119.000,00
And they should solve this issue.
As their rule and regulations the should start paying me, 18000,00 per month since I am at level 2
I have all the email and screenshots and emails. Please help

Resolved

Dragging their feet on payments for months

Dear all,

Sadly I have to chose the way to sort or find the problem out. Since the 26 of March 2020 im trying to withdrawal my amount of 7,775 EUR. Today, still winnings are missing and the casino is not willing to cash out.

For my very first win in at the yoyo casin, I had to verify my account first.I have send all the needed documents, like.. ID card, proof of address, bank details, ecopayz account,selfie + holding a letter in my hand.After my verification was completed, the chat operator of yoyo casino told me, that I can only cash out 500 EUR up to 3 days.Try to imagine how long does this takes already, to get the total amount of the win.Honestly, if the casino tells his gambler from his casino, that they will split the withdrawal into 500 EUR per transaction "up to 3 days" Im gonna expect that the casino, will withdrawal the winnings within these 3 days.So far, since the 26. of march, it never happened that I got the winning within the 3 business days in correct time frame, mostly I had to come back to the chat, asking for the winnings..

Over the month, there is still money left on my account, im still waiting to get the winnings. In total the casino owes me 1,765.15 EUR Since the 26 of march 2020. After all the procedure, my account is verified, they almost cash out my total amount, now they came again, that I will need to verify again my account, with more documents. First of all they were asking, that I have to send them my deposits I made into my ecopayz account. Thats curious, what this has something to do with my KYC here, as I verified my Identity correctly already with , ID card, selfies, utility bill + my total ecopayz account/details.After a few days, I agreed and I send the yoyo casino as well the proof where the money comes from, of the past 90 days.I really was looking forward to get now the total amount of my winnings. But it came one more time different, the yoyo casino send me, that this proof isn't enough anymore, and they will keep my winnings until ill send the total history of my ecopayz account, total transactions, deposits,withdrawals and so on.

And that's the point, ill not agree here anymore, since the 26 of march, I cooperated and showed patience for this case, but ill not agree here anymore, that I have to provide any casino, my total transaction list over the past 90 days. Who will give some ppl from a casino, the total bank transactions, there is no reason for me what this has something now to do with KYC?I highly doubt, that this, after my verification was done and my account verified, to ask for something like that.. I mean come on, since 3 month im waiting already to get the winnings, and I didn't even get the winnings so far, why can't u cash out first my first winning In ur casino, I got one winning and 2 verifications processes?

Please cash out my winnings, as u have been asking at very first time, that u "just" need the this one here.

----------

Dear Andrew < surname removed> !

We would like to inform you that we need to provide the following documents and information to process your withdrawal request effectively:

- Screenshots / PDF of the transaction history of your EcoPayz wallet for the last 3 months, which shows that you are charging your e-wallet with your real payment methods. All information on the screenshots (data, details, amounts, address bar of the browser, browser window) should be clearly visible.

-----------

So on, its not allowed here to mark the details, as u can see they were asking for data, details and so on.. highly questionable once again. As I have send this transaction list as well to them, they said once again, that this is not enough for an KYC and I will need now to send the total transaction list from the past 90 days.

Dear askgamblers, please help me in this case out as for my own data and privacy, im not ok anymore to cooperate like this with the casino of yoyo..

Wishing everyone all the best at this time,

Andrew

Rejected

€1,765

Blocking my account but won't say why

Good afternoon ,casino yoyo blocked account and wrote off the win for no reason,I registered at the casino through your forum since the rating was good but after winning casino does not want to pay money.amount of claim 140 euro.chat operator cannot answer why my account was blocked I hope the representative of the casino will give an answer on your forum.all documents were sent I don’t understand why the casino is blocked my account I hope your forum will help to understand this situation

Resolved

Declined my €1,850 payment for no reason

Hi, well, how do I start. (sorry about my English is not my first language)

I few months ago i received an email with a casino promotion, it was a bonus If I register and made a deposit, I did it, have a little bit of luck and manage to win 1850 Euros after completing the bonus I ask for a withdraw everything was smooth up to this point.

After like a week when I did not get any answer about my withdraw, they ask me to send a more information, I did sent the information, after this they ask me to send a selfie with my drivers license and their website on the background (lol) I sent that info too.
But then they began to ask some information about another credit card (my fiance's credit card) here when everything is getting weird , I told them that that credit is not the one I use to deposit in YOYO casino. They said that it was a mistake and that I need to wait a little bit more.
First of all, is illegal to share my fiance's credit card information with a website that she does not deposit.
Well after this they decided to blocked my account without any information why, after a week that I keep asking their online support and their email support. They told me that my account was blocked because i created multiple accounts with different names and deposit methods with the same email.

At first I thought that I had made a mistake, so I ask them for proof of what they were accusing me, they told that I have created two accounts with these usernames "vanne" and "vanne07" So I ask how is it possible that I could have created 2 accounts at the same casino with the same email I don't know any website that allows you to create 2 different account with the same email.
But they told that I have created 2 account but not at the same casino, one was YOYO and another one was ZET casino with another name and with another deposit method.
So when they were asking for some information about my fiance's credit card was because she created an account on ZET casino with her own name and her own credit card (which we can prove) they told me that I Broke their T&C. But when they show me what rules we broke no of their T&C applies to this situation.
Their T&C does not say anything about their "group" it says about their casino, it's not my problem that Zet casino and yoyo casino are for the same group, you have to respect the same policies for YOYO casino, not for the Tranello group, My fiance also plays casino, and that is why we shared this email this is our "gambling email" I don´t need to have different email because I never create more than 1 account on the same casino and that's why I always ask if I'm able to play in the casino, and their online support, told me it was no problem for my account to take on the bonus It's their fault because their T&C do not mention anything about follow the "group" policies and don't mention the casinos that their brand has , every casino on their brand has it's own policies, and I only need to follow to one that i'm playing.

So, they declined to pay me the money that I win fairly Because supposedly i broke their T&C because we didn't know what sister casinos they have.
I found extremely unfair that because their "group rules" that are not shown anywhere their are blocking my account .

Resolved

Delaying payments

So, i registered to this site and made few deposits via trustly. I won around 1000€ and made withdrawal of 1000€. Then i was informed i can only make withdrawals of 500€ each. After that i waited 3 days to them accept my withdrawal request, which they cancelled because i didnt withdraw with trustly but via bank transfer. So i made new withdrawal request using trustly this time and waited another 3 days. And they cancelled the withdrawals again reason being that i should withdraw using trustly (Which is what i did).

Now when i try to make withdrawal request it gives me error saying "automatic withdraw not allowed" and when i tried to contact support with this they said its financial teams problem and i should ask from them (Which will take another 3 days to resolve).

So now the money is just sitting on my account and i have to probably wait another 3 days to them resolve my problem which i have not had in any other casino ever. And after that probably 3 days to them process my withdrawal request which probably will be cancelled due to some sort of excuse again.

Please help me

Resolved

€1,000

Payment of €7,300 takes forever to be paid

I'm having same problem as "Rschloeg" in late 2018 with Yoyocasino.

I won 7800€ euros and casino allows me make withdrawal request only in sum of 500€/24h.

That already means i have to make 16 withdraws to get my money out, but in real life i have only got 500€ complete in 96h. So there is now 7300€ in my account.

So if this keeps going i have to wait about 3 months to get those funds (!)

I was already vip in level 3, where i was able to make bigger wihdraws, but without reason they drop me back to level 1.

When i ask them is my only way to get those funds in one piece by closing my account or something like that, they told me i can not close my account if there are any funds!

There are also terrible mistakes on the translate of t&c. In Finnish it says you can close your account and have your money in 24h. In english it says all your money will be "deducted and only player last deposit will be returned".

Is this a joke??? So if i win million, i have to wait next 30-40 years to get them or if i close my account i will lose that million and only for exsample 100€ will be returned???

I can sure you this thing really not follows Cypros, EU or even any Curacao law rules.

I have played online for 15 years now and this is so far my biggest unfair experiement...

Resolved

€7,300